Manages the entire end-to-end order management chain such as quotation, order entry, customer enquiries/requests, order fulfilment, product changes or returns, complaints, invoicing, contract administration.
Focal point for customers and collaborates well with internal stakeholders such as sales, supply chain manufacturing plants, logistics, finance etc to address customer needs and improve service quality.
Delivering core responsibilities in a professional way and at the same time, adhering to Kennametal's compliance controls and local business policy standards.
Key Job Responsibilities
Manage customer quote and order by standard procedures
Providing the product availability, lead time, shipping information to external customers in a timely manner.
Proactive track open orders and keep close contact with plant planners to ensure on time delivery. Raise and follow through expedite and escalation requests for customer urgent orders.
Coordinate with warehouse and logistics staff to arrange on time shipment
Ensure Customers are proactively notified of changes in order status. Follow-up on outstanding issues, offer feasible solutions and take ownership for customer satisfaction in assigned area.




Manage Customer Complaints in CRM system, arrange product repair, return/exchange
Maintain the customer master data correctly
Compile data and prepare reports in standard format
Filing of documents as per legal requirements
Effective communication in local language and English.
Support complex project order
Contribute to team efforts by achieving individual and team performance goals and operational Key Performance Indicators (KPIs)
Preferred Areas of Education, Certifications, and Skills
At least fluent in two languages (Local language and English)
Basic commercial knowledge including pricing, finance, shipping, and export/import.
Basic mechanical technical knowledge is a plus (not compulsory)
Min. 3-5 years related working experience.
System processing experience is must, better if SAP
Capability to handle multiple tasks and responsibilities.
Possess a positive attitude and has a customer centric mindset.
Seniority level: Mid-Senior level
Employment type: Full time
Job function: Customer Service
Industries: Machinery Manufacturing
#J-*****-Ljbffr

📌 Customer Service Representative (Queensland)
🏢 Kennametal
📍 Queensland